IT Service Desk Administrator | Galway

Kirby Group Engineering; Galway; Presencial; EUR 29.000 - 42.000; Jornada completa

Descripción de la vacante

Kirby Group Engineering is seeking an IT Service Desk Administrator to deliver end-user support, manage tickets, and maintain IT systems. The role emphasizes security compliance, user training, and documentation to help safeguard our technology environment.

Based in Galway, the position offers a permanent role within a vibrant, cross-functional team and a strong development program to grow leadership skills while delivering high-quality IT service across the organisation.

Formación

• Experience providing IT support in a corporate environment.
• Familiarity with security policies and risk awareness.
• Ability to create user-friendly documentation and training material.

Responsabilidades

• Provide first-line IT support to end-users and resolve hardware/software issues.
• Manage and prioritize helpdesk tickets with clear resolution timelines.
• Maintain and patch computer systems; handle software installations.
• Offer remote assistance and communicate clearly with users.
• Deliver user training and update knowledge base documents.
• Enforce IT security policies and educate users on best practices.
• Collaborate with IT team to resolve complex issues and improve processes.
• Document issues and resolutions; contribute to SOP updates.
• Support teams using tools like VPN, MFA, and security platforms.

Conocimientos

Hardware knowledge

End-user support

Documentation

Security basics

Herramientas

IT Glue

Rubrik

Firepower

Umbrella DNS

ACC/BIM360

Descripción del empleo

• Permanent position available with a considerable portfolio of works for the next 5+ years
• To build your career by assisting in the delivery of 'leading edge' engineering projects.
• To work with a vibrant, agile and multi-functional team in delivering projects on time, safely, to budget and to the required quality standards.
• To benefit from Kirby’s Career Development Programmes that will enhance your leadership capability.
• To work with the best.
• Excellent package on offer with room for negotiations

About Kirby Group Engineering

Kirby Group Engineering is an international multi-disciplinary engineering services contractor and leading provider of high-value engineering services to a number of 'blue chip' companies. Operating across Ireland, the UK, Europe and South Africa, Kirby has become the engineering service provider of choice in growth segments such as pharmaceuticals, data centres and power transmission and distribution. Our culture is innovative, collaborative and performance focused. The successful candidate will have the opportunity to grow and develop in a company committed to developing talent and rewarding performance.

ROLE PURPOSE

The IT Service Desk Administrator is responsible for providing exceptional technical support and assistance to end-users across the organisation. The role involves managing day-to-day helpdesk requests, maintaining and troubleshooting hardware and software, and ensuring smooth operation of critical IT systems and security protocols. The technician plays a key role in maintaining user access controls. By delivering efficient and effective IT support, the Helpdesk Technician contributes to the overall productivity and security of the organisation’s technology infrastructure.

KEY TASKS, ACTIVITIES, RESPONSIBILITIES & ACCOUNTABILITIES

1. User Support

• Provide first-line technical support to end-users, addressing hardware and software issues.
• Assist with troubleshooting and problem resolution, ensuring timely and effective solutions.

2. Ticket Management

• Efficiently manage and prioritize helpdesk tickets, ensuring a timely resolution of reported issues.
• Document all relevant information regarding user requests and resolutions.

3. Hardware and Software Maintenance

• Perform routine maintenance on computer systems, including updates, patches, and hardware upgrades.
• Install and configure software applications, ensuring compatibility and optimal performance.

4. Remote Assistance

• Provide remote assistance to users, resolving issues through phone or remote desktop tools.
• Ensure clear communication and understanding while assisting users remotely.

5. User Training

• Conduct user training sessions for common software applications and IT best practices.
• Create and update user documentation to facilitate self-help and reduce recurring issues.

6. Security Compliance

• Enforce and adhere to IT security policies, ensuring the confidentiality and integrity of organisational data.
• Educate users on security best practices to minimize potential risks.

7. Collaboration

• Collaborate with other IT team members to elevate and resolve complex issues.
• Share knowledge and contribute to the continuous improvement of IT processes.

8. Communication

• Provide clear and concise communication to end-users regarding issue status and resolution timelines.
• Collaborate with team members and management to share insights and updates.

9. Documentation

• Keep detailed records of common issues and resolutions to build a knowledge base.
• Contribute to the improvement of standard operating procedures and documentation.

Competencies to be Demonstrated

• Strong knowledge of hardware, software, and operating systems.
• Ability to diagnose and resolve technical issues efficiently.
• Excellent interpersonal and communication skills to provide clear and effective support to end-users.
• Understanding of network protocols, VPNs, MFA, and security tools like Firepower and Umbrella DNS.
• Experience with backup and recovery solutions, such as Rubrik.
• Proficiency in maintaining accurate and detailed documentation, preferably with tools like IT Glue.
• Ability to prioritize and manage multiple tasks and support requests effectively.
• Strong teamwork skills for working with other IT staff and departments.
• Flexibility to handle a range of tasks and adapt to evolving technologies and procedures.
• Familiarity with platforms like ACC/BIM360 and Teams Room management.

The statements made in this role description are intended to describe the general nature and level of work being performed by an individual assigned to this role. These statements are not intended to be an exhaustive list of all tasks, responsibilities, accountabilities, duties, and skills.

Kirby Group Engineering is an equal opportunities employer. We are committed to fostering an inclusive workplace and welcome applications from all suitably qualified candidates, regardless of race, gender, disability, religion, sexual orientation, or age.